Search results
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Managing Queues in Bank Branches: BBVA Case (A)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1133-EService and Operations ManagementIn 2012, BBVA, one of the world's leading banks, is considering how to improve the operations of its bank branches in an effort to improve customer service while reducing costs - all while taking into account that it is a channel for which a more commercial approach is now desirable.Starting at €8.20
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Gestión de las colas en las oficinas bancarias: caso BBVA (B)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1134Service and Operations ManagementLa parte (B) del caso presenta dos problemáticas concretas que permiten la aplicación de las pertinentes herramientas de análisis. En primer lugar, se trata de analizar el impacto en las esperas de los clientes de la ausencia temporal de empleados, y, en segundo lugar, de comparar el servicio ofrecido por empelados experimentados o principiantes.Starting at €5.74
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Managing Queues in Bank Branches: BBVA Case (A) (Chinese Version)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1133-ZHService and Operations ManagementIn 2012, BBVA, one of the world's leading banks, is considering how to improve the operations of its bank branches in an effort to improve customer service while reducing costs - all while taking into account that it is a channel for which a more commercial approach is now desirable.Starting at €8.20
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Connecting the Dots at Microsoft: Global Planning for a Local World (A) and (B) (TN)
Hutchison-Krupat, Jeremy; Craddock, JennyTeaching Note DARDEN-OM-1560TN-EService and Operations ManagementTeaching note for product OM-1560Starting at €0.00
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Connecting the Dots at Microsoft: Global Planning for a Local World (A)
Hutchison-Krupat, Jeremy; Craddock, JennyCase DARDEN-OM-1560-EService and Operations ManagementThis case is set on the verge of Microsoft initiating a TV white-space pilot in the Philippines in the summer of 2013; the uncertainty surrounding the new technology’s performance in the region provides a view of the risks organizations face early on in the innovation process, particularly when decisions are decentralized and overseen at a local level. MS and its public partners in the Philippines were excited about the possibility of setting up ...Starting at €8.20
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Connecting the Dots at Microsoft: Global Planning for a Local World (B)
Hutchison-Krupat, Jeremy; Craddock, JennyCase DARDEN-OM-1561-EService and Operations ManagementThis case is set on the verge of Microsoft initiating a TV white space pilot in the Philippines in the summer of 2013; the uncertainty surrounding the new technology’s performance in the region provides a view of the risks organizations face early on in the innovation process, particularly when decisions are decentralized and overseen at a local level. MS and its public partners in the Philippines were excited about the possibility of setting up ...Starting at €5.74
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Gestión de las colas en las oficinas bancarias: caso BBVA (A)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1133Service and Operations ManagementEn el año 2012, el banco BBVA, uno de los principales a nivel mundial, se plantea cómo mejorar la operativa de sus oficinas bancarias de forma que prospere el servicio al cliente, a la vez que se reducen los costes. Todo ello teniendo en cuenta que es un canal al que se desea darle un enfoque más comercial en la actualidad.Starting at €8.20
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Managing Queues in Bank Branches: BBVA Case (B)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1134-EService and Operations ManagementPart (B) of the case presents two specific problems which allow for the application of relevant tools for analysis. The first aim is to analyze the impact of temporary employee absences on customer waiting times and the second is to compare the service offered by experienced cashiers vs. beginners.Starting at €5.74
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Managing Queues in Bank Branches: BBVA Case (B) (Chinese Version)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1134-ZHService and Operations ManagementPart (B) of the case presents two specific problems which allow for the application of relevant tools for analysis. The first aim is to analyze the impact of temporary employee absences on customer waiting times and the second is to compare the service offered by experienced cashiers vs. beginners.Starting at €5.74